customer focus

Enough about me, let’s talk about me.

April 26, 2010

Several times a year I get a CD from a well-known PR consultant. She is a very aggressive and consistent promoter of her business. She has done a good job making herself well-known in her niche. But, when I listen to her CD I often resist her message. Not because of its quality. She has [...]

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Customer service and calorie counts

March 5, 2010

Three Florida legislators have proposed a bill that would require restaurants to list calorie counts on their menus. While I know there are heated arguments on both sides of this issue, I like the idea. One reason I like it is because I’ve recently started counting calories and I am disappointed at being unable to [...]

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Connect with your customers on their terms

February 25, 2010

Last night I had a fun (and lengthy) text conversation with one of my nieces. She’s in college and 5 hours away so we don’t see her as much as we’d like. And being a busy college kid, phone conversations with her are not very common. In fact, our “kids” (12 nieces and nephews) are [...]

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Three things you can do to improve customer service

February 15, 2010

As I work with companies to help them improve their customer service, some things stand out. These are things a lot of organizations don’t do consistently. Yet if they did they’d find the quality of their customer service would improve and their customer loyalty would increase. 1. Know what your customers want. The first thing [...]

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Never to part (with your customers)

February 11, 2010

In the movie, License to Wed, there’s a funny scene that offers a useful customer service lesson.  A reluctant groom stops in a jewelry store to pickup the rings for his wedding. As he looks at his ring he notices something wrong with the inscription. It was supposed to say: “Never to Part” Instead it [...]

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What’s most important?

February 10, 2010

A friend of mine helped me today. I had a minor decision to make yet I found myself stuck. So I asked her for help. Rather than give me her opinion, she gave me a process. She said: “Ask yourself which is more important.” She went on to explain how she makes decisions when she’s [...]

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We choose our attitudes and our actions

January 6, 2010

Here is your Daily Dose of Amazing Service: We choose our attitudes and our actions And here are some additional thoughts on this topic… In just about every customer service training session I do, I hear someone say this (or something like this): “It’s hard to be cheerful all the time because some customers make [...]

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Only ask for what you need

January 4, 2010

Here is your Daily Dose of Amazing Service: Only ask for what you need And here are some additional thoughts on this topic… A big complaint customers often have is when companies waste their time asking for irrelevant and unneeded information. Here’s a good example of this. This company offers a handy resource (for no [...]

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Don’t leave your customers wondering

November 20, 2009

Here is your Daily Dose of Amazing Service: Don’t leave your customers wondering And here are some additional thoughts on this topic… When you leave your customers with unanswered questions, you are not doing your job. You are not helping them get what they came for. When you leave customers wondering, you substantially increase the [...]

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Customer Service Quote for September 23, 2009

September 23, 2009

They’ll never get it their way if we always do it our way. -Mike Lane Author of: The Wisdom of Yawdy Rum

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